Step 5: Contact JTAC

JTAC performs more advanced troubleshooting. If you cannot determine the cause of a problem or need additional assistance, open a support case using the Case Manager link at http://www.juniper.net/support/ or call 1-888-314-JTAC (within the United States) or 1-408-745-9500 (outside the United States).

Action

To provide JTAC with information about the system, use the following CLI command:

user@host> request support information

Include the command output in your support request.

Because the output of this command is generally quite long, you can redirect the output to a file by using the following CLI command:

user@host> request support information | save filename 

The request support information command is a combination of the following CLI operational mode commands:

• show version detail—Display the current time and information about how long the router, router software, and routing protocols have been running.
• show version detail—Display version information for the JUNOS software packages and the software for each software process.
• show system core-dumps—This is a hidden command used specifically by JTAC for troubleshooting router problems.
• show chassis hardware—Display a list of all the components installed in the router chassis. The output includes the component name, version, part number, serial number, and a brief description.
• show system processes extensive—Display exhaustive system processes that are running on the router and have controlling terminal information. This option is equivalent to the UNIX top -bSId1 infinity command.
• show pfe statistics error—Display statistics about the Packet Forwarding Engine errors.
• show chassis routing-engine—Display information about the Routing Engine.
• show chassis environment—Display environmental information about the router chassis, including the temperature and information about the fans, power supplies, and Routing Engine.
• show chassis firmware—Display the version levels of the firmware running on the SCB, SFM, SSB, FEB, and FPCs.
• show chassis fpc detail—Display detailed status information for all FPCs or for a specified FPC.
• show system boot messages—Display initial messages generated by the system kernel upon boot. This is the contents of the /var/run/dmesg.boot file.
• show system storage—Display statistics about the amount of free disk space in the router's file systems. Values are displayed in 1024-byte (1-KB) blocks. This command is equivalent to the UNIX df -k command.
• show system virtual-memory—Display the usage of JUNOS kernel memory, listed first by size of allocation and then by type of usage.
• show system buffer—Display information about the buffer pool that the Routing Engine uses for local traffic, which is the routing and management traffic that is exchanged between the Routing Engine and the Packet Forwarding Engine within the router, as well as the routing and management traffic from IP (that is, from OSPF, BGP, SNMP, pings, and so on).
• show system statistics—Display system statistics for all protocols.
• show configuration | except SECRET-DATA—Display the configuration that currently is running on the router, which is the last committed configuration. If you have modified the configuration since you last committed it, the configuration information displayed by the show configuration command will be different from that displayed with the show command from the [edit] hierarchy level in JUNOS software CLI configuration mode.
• show interfaces extensive—Display static status information about router interfaces.
• show chassis hardware extensive—Display extensive information about hardware installed in the router chassis.